Customer Support Manager

🔥 6 minutes ago

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PublicInput

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2014

💼 Consulting

📣 Marketing

🏛️ Government

Consulting • Marketing • Government

PublicInput is a cloud-based community engagement platform that helps government agencies, transit authorities, and consultants collect, manage, and analyze public feedback across online and offline channels. It centralizes projects, surveys, meetings, live polling, comment capture, and analytics — including demographic comparisons, sentiment tracking, translation, and accessibility features — to streamline workflows, demonstrate compliance, and turn public input into actionable insights. PublicInput is offered as a SaaS solution focused on increasing participation, inclusivity, and accountability in public decision-making.

📋 Description

• Lead and manage the day-to-day operations of the Technical Support team, including coaching, prioritization, and performance management • Own support operations and KPIs, driving improvements across response times, resolution quality, operational efficiency, and customer experience • Act as the primary escalation point for complex customer issues involving integrations, data workflows, and advanced platform troubleshooting • Partner closely with Product and Engineering teams to prioritize issues, improve workflows, and ensure timely resolution of customer-impacting problems • Manage and optimize support operations within Intercom, including reporting, workflows, automation, and AI-powered support initiatives • Analyze support trends and operational data to identify opportunities for process improvements, documentation enhancements, and scalable customer support practices • Maintain a high standard of customer communication across chat, email, and occasional live troubleshooting sessions • Help scale the support organization and customer support model to meet the evolving needs of enterprise and high-stakes customer environments

🎯 Requirements

• 5+ years of experience in Technical Support, Customer Support, or related SaaS support environments • Prior experience managing or leading customer support teams in a high-growth SaaS company • Strong understanding of support operations, ticket management workflows, and KPI ownership • Experience troubleshooting moderately to highly complex technical issues involving integrations, configuration, workflows, or data-related scenarios • Demonstrated ability to partner effectively with Engineering and Product teams on escalations and issue resolution • Experience working within support platforms such as Intercom or similar ticketing systems • Familiarity with AI-powered customer support tools and automation workflows • Ability to analyze support metrics and operational trends to drive process improvements • Experience supporting enterprise or high-touch customer environments is preferred • GovTech or adjacent industry experience is a plus, but not required.

🏖️ Benefits

• Unlimited Paid Time Off: You know yourself best, so we trust you to take the time you need to maintain a rewarding work/life balance. • Group Health, Dental, and Vision Plan: PublicInput offers a company-subsidized healthcare plan that covers 100% of your medical premiums or up to $800 per month for you and your dependents. We also have options to add Dental, Vision, Life, and other benefit coverages for the employee and their family. • HSA Contribution: PublicInput will contribute annually (spread over each month) to an employee’s Health Savings Account (HSA). • Pre-tax 401 (k): The company provides access to make pre-tax contributions to a 401 (k) plan, and will match 50 cents on the dollar up to 6% of an employee’s base salary